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Mattish
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Constant Packet loss and Latency spikes

Hi,

We've been a customer for some time, but more recently we've been noticing a great deal of issues at various times. From setting up BQM it's become more apparent that there is a genuine issue which we would like to get resolved.

Hub 3.0

Hardware version : 10

Software version : 9.1.116.608

20/08/2018

My Broadband Ping - Mattish Net

21/08/2018 My Broadband Ping - Mattish Net

22/08/2018 My Broadband Ping - Mattish Net

23/08/2018 My Broadband Ping - Mattish Net

24/08/2018 My Broadband Ping - Mattish Net

If there is anymore information that is needed to diagnose the issue then please do say. Matt

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jbrennand
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Re: Constant Packet loss and Latency spikes

Do this too
go to http://192.168.0.1 (or http://192.168.100.1 ) in your browser [there is no need to login] and then click on the “router status” button at top right - or bottom middle - of first page up -- depending on which hub you have and then copy/paste 3 sets of data onto here - the downstream, upstream , & network logs. Don't worry about the formatting it can be easily read (not by me!), but try and avoid using screen shots & don’t include personal data or mac addresses.  Someone will interpret the stats and see if there is something that needs correcting.


--------------------
Services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Mattish
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Re: Constant Packet loss and Latency spikes

Hi thanks, I've added all that below:

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

1299000000-2.735256 qam21
2323000000-435256 qam24
3315000000-3.535256 qam23
4307000000-335256 qam22
5291000000-2.536256 qam20
6283000000-335256 qam19
7275000000-3.534256 qam18
8267000000-2.935256 qam17
9259000000-2.737256 qam16
10251000000-337256 qam15
11243000000-2.936256 qam14
12235000000-2.934256 qam13
13227000000-317UnKnown12
14219000000-315UnKnown11
15211000000-2.431256 qam10
16203000000-2.431256 qam9
17195000000-2.431256 qam8
18187000000-232256 qam7
19179000000-2.230256 qam6
20171000000-229256 qam5
21163000000-228256 qam4
22155000000-2.228256 qam3
23147000000-2.527256 qam2
24139000000-327256 qam1



Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1Locked35.568732093057
2Locked35.76462407968
3Locked35.51069095250
4Locked35.717099014968
5Locked36.363846023317
6Locked35.524358308074
7Locked34.4221086818661
8Locked35102978617080
9Locked37.6305071918129
10Locked37.3251019718911
11Locked36.6319944320130
12Locked34.9599986221527
13Locked15.5019963
14Locked8.50115656
15Locked31.429982148719024
16Locked31110362669114789
17Locked31.927874778317668
18Locked32.6177923903185200
19Locked30.6104133745219836
20Locked29.8300019494220396
21Locked28.627962999101037535
22Locked28.7264700766410231389
23Locked27.61105411078496326351
24Locked27.63944739169841217825

 

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Mattish
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Re: Constant Packet loss and Latency spikes

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

12580000046.5512064 qam28
23260000047.3512064 qam27
33940000048.3512064 qam26
44620000049.8512064 qam25



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0010
2ATDMA0000
3ATDMA0000
4ATDMA0010
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Mattish
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Re: Constant Packet loss and Latency spikes

Network Log

Time Priority Description

2018-08-25 16:59:31.00Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-08-25 16:59:41.00Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-08-25 17:00:19.00Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-08-25 17:00:19.00Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-08-25 17:00:30.00Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-08-25 17:01:10.00Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-08-25 17:01:15.00Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-08-25 17:01:25.00Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-08-25 17:02:44.00Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-08-25 17:02:57.00Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-08-25 17:03:15.00Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-08-25 17:04:48.00Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-08-25 17:05:14.00Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-08-25 17:05:54.00Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-08-25 17:05:58.00Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-08-25 17:06:56.00Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-08-25 17:07:01.00Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-08-25 17:07:41.00Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-08-25 17:10:33.00Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-08-25 17:11:42.00Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Tudor
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Helpful Answer

Re: Constant Packet loss and Latency spikes

Some of those SNR figures are way out of spec, you need a technician to look at the problem. Phone customer services and report the fault. 


There are 10 types of people: those who understand binary and those who don't and F people out of 10 who do not understand hexadecimal
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Forum Team (Retired) Samantha_L
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Re: Constant Packet loss and Latency spikes

Hi Mattish,

 

Welcome to the community and thanks for posting.

 

Sorry to learn you are having an issue with the broadband connection.

 

I can see that you called through to us and arranged an engineer appointment.

 

How did the visit go? Has there been an improvement with the connection at all?

 

Speak soon

Sam


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Mattish
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Re: Constant Packet loss and Latency spikes

Hi Sam,

We did indeed have a visit and things seem to be better since the visit. Thanks for the follow up =]
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Forum Team (Retired) Nat_J
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Re: Constant Packet loss and Latency spikes

Thanks for updating Mattish,

 

Great to hear that this has since been resolved.

 

Let us know if we can assist further,

 

Nat_J


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